Deutsche Bank Center — Attraction in New York

My experience with Time Warner, bedtime horror story for your kids:

Obviously it is nothing new that Time Warner's custom service is the pinnacle of stupidity and apathy.

But It still makes one wonder how humanity managed to produce off-springs that fill the ranks of TWC's customer service department.

Here is my story:

Chapter 1 -

I had the 10Mbs plan and wanted to upgrade to the 30Mbs plan.

I ordered the upgrade online, received an email that my plan has take effect. Great!

But ... my speed was still 10Mbs. After waiting on the phone for 30 mins, found out that I needed to upgrade the modem. "No problem, I thought ... Just mail it".

5 days passes, "Where is my modem" I asked. "We shipped it ... you should get it in a few days" replied the Custom Rep, to which I asked "can I have a tracking number?". "No you can't ... we don't have the tracking number ... in fact I don't know if the modem is shipped to you ... I just assumed because we typically ship them in 2 business days".

At this point, there is no assurance that I will have the modem, so I offered to pick it up instead.

Fast-forward to the next day ... I waited on line at the TWC store and took home what I thought was a functional modem, wrapped in grocery bag quality plastic. Long behold ... I was given the wrong power cord.

That's right, the custom rep at the store was so utterly incompetent that they couldn't just hand me the right equipment from a locker room.

"Everybody makes mistakes I thought".

After procuring the right power-cord (from Radio Shack ... an minor but out-of-pocket expense), it turned out the modem itself is also broken.

"Wow" I thought, Time-Warner must be really hate their customers.

So I decided to purchase my own modem. To be fair, their website was easy to navigate, and I was able to find the correct model to purchase ... but that is about the only good piece of feedback I have for them.

After buying my own modem. I followed their instruction and provided TWC with the MAC Address of my modem ... annnnd of course it didn't work.

After a frustrating 3 hour phone conversation with their custom service department I still had no working internet. But the idiotic being on the other line did offer to walk me through how to setup a Roadrunner Email account.

"I do not want an email account, I want a working internet ... " I said, to which she replied "Sir, you will have to stay with me on the phone, and be patient if you want to setup a Roadrunner Email account". At this point, any reasonable human being would have lost it. But before I can explode into anger, I was transferred to another custom rep (the 4th time now)

Finally ... finally ... after a sensible member of the human specie answered the phone ... and figured out a simple typo on the part of the 1st rep caused all my troubles with the new modem and the issue was resolved.

This concludes my first mind-numbing experience with TWC.

Chapter 2 -

I was gearing up to move to my new apartment (40 blocks away).

So call TWC to inform them I will be moving. I was promised that my service would transfer to the new address seamlessly. I was assured everything was in order at my new location and no technician visit would be required and no fee would be assessed.

But OF COURSE that was not the case. I did not have internet access at my new address.

TWC contradicted themselves and said I would need to pay a installation fee, and the visit would be scheduled 3 weeks out!

Since Verizon FIOs was an option at my new apartment ... I immediately told TWC I would not be continuing my service with them.

Magically ... the fee was waived, and the technician visit moved up to just two weeks away!

Tired of TWC's incompetency, dishonesty and complete lack of common sense. I made up my mind to switch to Verizon anyway. The TWC custom rep LIED once again and told me I could NOT cancel my service. "I cannot terminate your service, I will need to transfer you to my supervisor"

After another 3 ROUNDS of transfers just to cancel my service, alas my service...

Hello,

I have been a Time Warner Customer since 2012. Recently I set up an automatic payment, there was an issue with my card and I had to pay it myself online, rather than having it taken from my account automatically. I paid $200 dollars and I was only supposed to pay $117.85. I wanted to pay more because I was moving and didn't want to have issues. Thinking everything was ok, I continued about my life. One week later I was charged $117.85. I did not authorize the payment or save my credit card information to my profile. I called and was assured I would get the $117.85 returned to my card within 3-5 business days. I waited 5 days, called back and was told it may take longer depending on my bank. I waited 7 more days, called back and was told Time Warner has processed this and it's my banks fault, mind you I have never had this issue with my bank before. I called my bank they confirmed they did not receive any payment from Time Warner nor is a payment pending. I called Time Warner yet again, and was told everything was done and to wait. Almost three weeks later I call again because, I needed the money. I was then informed by one of your representatives that the refund was declined and it can't be returned. I was then informed they can refund the $200 instead because that is the amount that I paid. I waited another week, so in total I have been waiting almost a month for a refund. I did not authorize the payment of $117.85 that was taken out a week after I paid $200 dollars from my account. Your company has stored my credit card details without my consent, which is illegal, and I have yet to receive my $200 dollars. As a single mother with limited income, I am very disappointed in the level of service as well as the length of time it has taken me to get back my money. I was told that your company "did me a favor" because had the $200 not been applied to my account I would not have been able to move. Do I as a customer not have a voice in whether or not I continue my service with your company? I spoke to a representative today and was told they will process the refund today, and the money will be in my account within 3-5 business days. I trust that this will finally be taken care of and I will actually receive the $200 refund no later than 5 business days. Hopefully your company can use this feedback to keep this from happening to other...

This company needs the State Attorney General and FCC to investigate for "Bait and Switch" as part of their regular business practice. Their representative described a plan that seemed reasonable and fair. The installation was quick and "seemingly" painless. The exorbitant charge that you receive on your bill is NO WHERE close to what you discussed with the representative.

The $256 monthly charge for the bombardment of commercials wasn't exactly what I wanted or needed.

If you order the internet ONLY here's a breakdown of monthly charges (individually):

1. Modem (box) $34.99
2. Internet (sending the signal) $5.99
3. Built-in-wifi ( your wireless connection to internet IN THE APARTMENT) $4.95

My suggestion tell them keep the wifi fee and buy a decent router from Best Buy for somewhere between $40-$80 for a better (faster) and more reliable wifi signal.

Their wifi signal drops in and out all day and night- without cause.

As for the modem- Their additional speed for 25mbs is BARELY (if even possible) noticeable from the 15mbs basic package. When can consumers decide EXACTLY what they want.

The modem they "give" (loan) which is usually a used/old box needs to be upgraded (shortly after they drop it off) and when you get fed up with their sub-par and overpriced service(and you will) they want you to take time off YOUR schedule to bring them back the box- WAIT on line at their rude, poorly-trained, unprofessional customer service reps that frustrate you by RECITING company policy to prolong the process of ending the relationship.

Our government needs to stop allowing these companies to write and enact policies that address the drive for profit and very little if any concern for...